Customer Service Manager

Total Ventilation Hygiene Pty; Darwin; On-site; AUD 90,000 - 120,000; Full time

Job summary

TVH Darwin is seeking a Customer Service Manager to own local engagement across key accounts. This field-based role involves visiting client sites, attending contract meetings, and ensuring service delivery aligns with commitments.

You will build strong relationships with customers, coordinate with Operations and Services teams, and mobilise new contracts while identifying opportunities for growth through existing relationships.

Qualifications

• Experience managing customer relationships within a service or maintenance environment
• Strong relationship-building skills and face-to-face engagement
• Understanding of operational service delivery and translating commitments into action
• Ability to manage multiple customer accounts, priorities and competing demands
• Strong communication across customers and operational teams
• Commercial awareness, with ability to identify variations and growth opportunities
• Understanding of work orders, quotes and contract variations
• Strong organisation and follow-through, coordinating issues to resolution
• Current Australian Driver Licence

Responsibilities

• Managing local relationships across assigned customer accounts
• Spending time with customers at their sites and facilities
• Attending monthly contract and customer meetings
• Staying across customer KPIs, outstanding works and service expectations
• Working closely with Operations to resolve customer-facing issues
• Supporting new contract mobilisations and tracking progress
• Identifying opportunities for additional services and growth within existing customer relationships and progressing these with the appropriate internal teams
• Forecasting upcoming work across your accounts
• Identifying and escalating opportunities for additional services and growth

Skills

Account management

Customer service

Facilities

Service coordination

Operations liaison

Relationship building

Job description

Job Description

Know how to build a great customer relationship? We’re looking for someone to become the local face of TVH across our Darwin customer base.

TVH is looking for a Customer Service Manager to join our Darwin operation, taking ownership of local customer engagement across a portfolio of key accounts.

This is a field-based role for someone who enjoys being close to their customers. You’ll spend time at client sites and facilities, attend regular contract meetings, understand what matters to each customer and work closely with our Operations and Services teams to make sure we’re delivering on our commitments.

You’ll be the person customers know they can call. Whether it’s following through on outstanding works, understanding a service issue, coordinating a variation or making sure the right people are connected internally, you’ll help keep the relationship and service delivery moving.

You’ll also support the mobilisation of new and varied contracts and identify opportunities that naturally emerge through your customer relationships, connecting these with our Client Relationship Manager and Sales teams to progress.

What You’ll Be Doing

• Managing local relationships across assigned customer accounts
• Spending time with customers at their sites and facilities
• Attending monthly contract and customer meetings
• Staying across customer KPIs, outstanding works and service expectations
• Working closely with Operations to resolve customer-facing issues
• Supporting new contract mobilisations and tracking progress
• Identifying opportunities for additional services and growth within existing customer relationships and progressing these with the appropriate internal teams
• Forecasting upcoming work across your accounts
• Identifying and escalating opportunities for additional services and growth

What You’ll Bring

Your background may be in account management, customer service, facilities, service coordination or operations, ideally within a technical, trade, maintenance or service-based environment.

You’ll bring:

• Experience managing customer relationships within a service or maintenance environment
• Strong relationship-building skills and confidence engaging with customers face-to-face
• An understanding of operational service delivery and how customer commitments translate into action
• The ability to manage multiple customer accounts, priorities and competing demands
• Strong communication skills with the ability to work effectively across customers and operational teams
• Commercial awareness, with the ability to identify variations and potential growth opportunities
• An understanding of work orders, quotes and contract variations
• Strong organisation and follow-through, particularly when coordinating issues through to resolution
• A current Australian Driver Licence

Why TVH?

TVH is a national technical services business operating across HVAC-R, HVAC Hygiene, Fire, Electrical, Hydraulic and associated services.

You’ll have the backing of a national organisation while building genuine relationships and visibility within our Darwin operation.

If you enjoy being out with customers, solving problems and making sure the service experience matches the promise, we’d like to hear from you.